NH Hoteles, an international hotel chain, has selected eGain's email management solution - eGain Mail - to provide differentiated email-based service to its international customer base.

eGain is a provider of multichannel customer service and knowledge management software for in-house or on-demand deployment.

 

As per this latest announcement, eGain will provide the expanding group of hotels with their eGain Mail solution for improved quality, consistency and efficiency of all email communications with guests.

"Our organization prides itself on excellent service quality and an eye for detail. As we aim to provide tailor-made service by responding to all queries with a personal touch, we knew we must apply the same ethos to our email communications as the demand for this particular service channel increased. After a thorough analysis of the marketplace, eGain became the obvious choice to deliver this level of service," said Herman van de Vliet, Booking Office manager of NH Hoteles.

According to van de Vliet, eGain's powerful and proven solution was the only one that could provide the comprehensive email management capabilities needed to scale email customer service in Northern Europe without compromising speed and quality.

Van de Vliet also said that it was imperative that the chosen solution could cope with the high-level of traffic the hotel chain was experiencing as well as differentiate between enquiries so that it could guarantee the quality, relevance and personalization customers expect from a high-value brand focused on providing individual customer experiences.

Andrew Mennie, General Manager of eGain Europe, said that for a high-value brand like NH Hoteles, fast and consistent customer service with a personal touch is critical. However, too many in the service industry overlook these service levels for the less traditional channels.

Mennie said that by choosing eGain Mail, NH Hoteles has recognized the added-value its email communications can bring to the organization and customer alike, “helping to achieve a multichannel approach to high-quality customer service across the organization."